Quick Answer
How do you connect Conversation AI to Live Chat?
Open or create a workflow in Automation, add a Live Chat trigger such as Customer Reply or New Live Chat Message, add a Conversation AI action, confirm Live Chat as the channel, add keyword or topic branches when needed, then test the workflow from your website.
What You’re Setting Up
You may have website visitors reaching out through Live Chat, but responding manually to every message can be difficult to keep up with.
Conversation AI allows you to automate responses, qualify leads, and guide visitors through the next steps in real time.
Without automation, chats can go unanswered or miss opportunities to capture leads and move conversations forward.
When you connect Conversation AI to Live Chat, your bot can reply instantly to website visitors, qualify leads with questions, route conversations based on keywords, and trigger next steps inside a workflow.
Conversation AI runs inside the workflow
The original guide configures this with a Live Chat trigger followed by a Conversation AI action step.
Live Chat AI at a Glance
Before You Begin
Make sure the Live Chat and Conversation AI pieces are ready before building the workflow.
- Confirm Live Chat is available on the website.
- Have a Conversation AI bot ready to use.
- Decide which visitor topics should be handled automatically.
- Prepare broad routing categories such as Support, Pricing, or Booking.
- Decide what should happen when the AI does not understand the visitor.
- Plan how you will test the workflow before relying on it in production.
Step-by-Step Live Chat Setup
Build the Live Chat workflow, add Conversation AI, then test the visitor experience from your website.
Open or Create a Workflow
From your dashboard, go to Automation and open an existing workflow or create a new one.
Add the Live Chat Trigger
Choose a trigger such as Customer Reply or New Live Chat Message.
Set the reply channel to Live Chat.
Add Conversation AI
Click + and add a Conversation AI action step.
Configure the initial prompt to match the purpose of the workflow.
Confirm the Channel
In the Conversation AI action, make sure Live Chat is selected as the channel.
Add Keyword or Topic Branches
When useful, add branches such as Support, Pricing, or Book Appointment, then connect each branch to the appropriate response or next action.
Test the Workflow
Save the workflow and start a Live Chat conversation from the website.
Confirm that the bot replies, routes the conversation correctly, and triggers the expected actions.
Keep early branches broad
The original guide recommends starting with broad categories such as Support, Pricing, and Booking instead of creating too many narrow branches that visitors may not match.
What Live Chat Conversation AI Can Help With
Automated Responses
Handle common visitor questions automatically with AI.
24/7 Lead Capture
Continue responding to website visitors when your team is not available.
Lead Qualification
Ask questions and use responses to tag or route contacts through the workflow.
Workflow Routing
Use branching logic to send support, pricing, booking, or other conversation topics to the appropriate next step.
Typing / Thinking Indicator
The original guide states that the typing or thinking indicator is currently available for Live Chat only.
Quick Bot Management Actions
Edit the Bot
Update prompts, goals, and tone as the business or Live Chat workflow changes.
Delete the Bot
Remove bots that are no longer needed.
Duplicate the Bot
Clone an existing bot when you want to reuse a working setup for another use case.
The original guide states that duplicated bots retain their configuration, including custom actions and goals.
Set a Primary Bot
Set the appropriate bot as the primary bot for the Live Chat flows that should use it by default.
Live Chat AI Best Practices
Frequently Asked Questions
Can I use Conversation AI on channels other than live chat?
How can I ensure that Conversation AI is correctly identifying and responding to keywords?
What happens if the AI doesn’t understand the customer’s query?
Can I customize the messages that Conversation AI sends?
Is there a way to track how many leads were generated through Conversation AI?
What happens to custom actions when duplicating a bot?
Does the Typing / Thinking Indicator work on all channels?
Continue Learning
Continue learning how Conversation AI, workflows, prompts, and performance tracking work together.
